Customer Responsiveness (5 item scale, Scale Anchors: Less Successful . . ..Similar. . .More Successful, 7 point scale) 
How successful the firm is compared to the top 3 firms in its industry in (1) identifying customer
needs, (2) tailoring products/services to customer needs, (3) identifying customer groups not served
by the firm, (4) responding to customer service requests, (5) providing information to customers
Nicholas and Grover (2002)
Operational Flexibility (6 item scale, Scale Anchors: Less successful . . ..Similar. . .More Successful, 7 point scale) How successful the firm is compared to the top 3 firms in its industry in: (1) integrating internal processes, (2) integrating across its supply chain, (3) enhancing business process flexibility, (4) increasing the speed of product development, (5) increasing the speed of product delivery, (6) increasing the speed of logistics activities Sambamurthy et al. (2003)
Strategic Flexibility (5 item scale, Scale Anchors: Less successful . . ..Similar. . .More Successful, 7 point scale) How successful the firm is compared to the top 3 firms in its industry in: (1) increasing the speed of responding to business opportunities and threats, (2) identifying new markets, (3) entering new markets, (4) redefining the scope of its business, (5) responding to competitors’ product and service strategies 
Strategic Flexibility (5 item scale, Scale Anchors: Less successful . . ..Similar. . .More Successful, 7 point scale) How successful the firm is compared to the top 3 firms in its industry in: (1) increasing the speed of responding to business opportunities and threats, (2) identifying new markets, (3) entering new markets, (4) redefining the scope of its business, (5) responding to competitors’ product and service
strategies